ABSTRACT
In the mid-1990s, Pearl Assurance, a company with over 130 years of insurance and pensions sales experience, was under serious and lengthy investigation by the regulator over compliance issues. There were four key stages in the development of the learning solution at Pearl: defining the need, designing the solution, delivering the programmes, and deducing the results. This chapter looks at those four areas in detail, as a way of sharing good practice in helping others learn. The work-based assignment (WBA) was established to reinforce the learning from that particular module. Employees also benefited from the chance to gain new qualifications through 'Better by Miles', It was always the stated aim of the programme to recognize people's learning achievements by offering them some external qualification. The delivery style of the programme mirrored the desired change to management behaviour for the business: trainers were coaches and facilitators, not instructors or presenters.
